Customer Service Representative - Billing II

Quest Diagnostics is seeking a Sr. Customer Service Representative - Billing who will provide compassionate and empathetic support to members regarding their health care needs. The role involves handling moderate complexity health-related customer inquiries through various communication channels while maintaining customer confidentiality and delivering exceptional service.

Responsibilities:

• Supports assigned client group(s) performing moderate complexity health related customer excellence activities
• Typically makes moderate complexity, inbound and outbound, health related customer calls following set scripts, procedures
• Maintains complete customer/patient confidentiality for all health, personal and other customer information
• Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information
• Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service

Requirements:

• 2 or more years related customer service excellence experience in healthcare-related field
• Experience delivering complex customer service excellence and achieving productivity/accuracy/quality standards
• Consistent exceptional customer service, accuracy and quality focus required
• Ability to work any eight-hour shift between Monday-Friday, from 8:30am – 8:00pm ET. Specific shift will be assigned after training ends
• Knowledge of billing/finance and eligibility processes, practices, and concepts
• High school diploma, GED (or higher) (Required)
• Good digital skills computer (Outlook & Excel), phone systems, chat, automation, and AI